Your Rights

What are my rights?

When you are involved with Hamilton County Job & Family Services, you have the right to:

Be treated with courtesy and respect.

A staff member who listens to your needs and concerns and works with you in a caring, private, and professional manner.

Be informed about procedures that apply to your needs.

Clear, honest answers to your questions so you understand why decisions are being made and actions taken.

Be informed about other ways to get help if Hamilton County Job & Family Services cannot assist you or your family.

Be served without discrimination on the basis of age, race, national origin, religion, gender, sexual orientation, lifestyle, or physical, mental, or developmental disability.

State any concerns you have and file a complaint.

Do you have concerns about our services?

The Office of Client Rights in collaboration with the Hamilton County Job & Family Services Customer Service Office is here to help and listen. The Office of Client Rights works with the Customer Service Office to receive complaints and/or inquiries from the community at large and consumers of agency services, to improve upon the services offered by our agency.

Inquiries and/or complaints are made directly with the Customer Service Office. In addition to the functions designated below, the Office of Client Rights acts as a separate and distinct office, responsible for the oversight of information gathered by the Customer Service Office to improve upon services offered through necessary training and/or staff development.

We are here to answer your questions, and to help facilitate the resolution of complaints in a professional and fair manner.

For parents, relatives, legal guardians, foster and adoptive parents, children and other consumers involved with Children’s Services, we are here to help you understand what is happening, while assisting you in resolving any concerns.

Your feedback and/or complaints help to make Hamilton County Job & Family Services better.

When should you contact the Customer Service Office?

If you are involved with Hamilton County Job & Family Services and have questions or concerns about services the agency is or should be providing

If you have concerns about how your case is being handled

If you are confused about the rules, laws, policies or information communicated to you

The Customer Service Office can help you by:

Answering your questions/inquiries

Giving you information about your rights and responsibilities

Assisting with a concern or communication issue between you and Hamilton County Job & Family Services staff, or another agency under contract with Hamilton County Job & Family Services

Acting as a complaint facilitator to get your issues resolved

The Role of the office of Client Rights

Works in collaboration with the Customer Service Office to ensure that citizens, clients, and community partners, are obtaining efficient and quality services from the agency

Works to ensure that client rights are upheld

Helps to facilitate the resolution of complaints that are unable to be resolved through the Customer Service Office

Shares your concerns with Hamilton County Job & Family Services leadership and other agencies to improve services

Provides training and development to agency staff based on community feedback received and data produced by the Customer Service Office

Provides access to the agency’s appeal process if you were accused of child abuse and/or neglect and do not agree with the assessment.

Contact us to request a feedback session, an appeal to an agency finding of child abuse and/or neglect or to make a complaint of possible MEPA or Title VI violation at 513-946-1313, Monday – Friday, 7:30 a.m. – 4:30 p.m.

Mail

Hamilton County Job & Family Services, Customer Service Office,

222 E. Central Parkway,

Cincinnati, Ohio 45202.

Hamilton County Job & Family Services, Office of Client Rights,

222 E. Central Parkway,

Cincinnati, Ohio 45202.

Online Submission

Please click here to submit an online inquiry, complaint, request for appeal of an agency finding or possible MEPA or Title VI violation. You will be directed to a list of services. Please choose the appropriate service and then click on the green button to submit your concern online.